Senior Director of Capacity Planning

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. 

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day
• 401(k), eligibility after 30 days of employment
• Employee stock purchase plan
• Tuition reimbursement
• Development opportunities to grow your career with a global company

JOB SUMMARY

We are seeking a skilled professional to lead our capacity planning efforts. In this role, you will be responsible for developing and managing both long-term and short-term capacity plans. Key responsibilities include overseeing long-term workload forecasting and collaborating closely with the Manager of Workforce Management on short-term workload predictions.  In addition, to ensure that the fiscal goals are met for our organization's 2,000 plus employees.                    

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Capacity Planning and Workload Forecasting:
  • Develop and oversee long-term and short-term capacity planning.
  • Provide oversight for long-term workload forecasting.
  • Collaborate with the Manager of Workforce Management to forecast short-term workload requirements.
• Capacity Model Management:
  • Supervise the development and maintenance of capacity models across Revenue Management business units.
  • Use these models to assist with workflow planning, budgeting, and hiring.
• Financial Focus and Risk Mitigation:
  • Manage the development and maintenance of demand and cost-behavior patterns.
  • Use forecasts to identify risks and recommend strategies for achieving financial goals.
• Performance Metrics and Analysis:
  • Oversee the collection, analysis, and reporting of historical call center performance statistics.
  • Metrics include efficiency indicators like utilization and cost per transaction.
• Financial Modeling and Recommendations:
  • Provide financial modeling and scenario analysis.
  • Recommend strategies to improve productivity, customer service, and billing outcomes.
• Operational Improvements and Team Management:
  • Recognize and recommend operational and support improvements.
  • Manage the Business Analyst team and the Capacity and Customer Service Financial Forecast team.
• Budgeting and Leadership Collaboration:
  • Responsible for budgeting and financial analysis within the call center organizations.
  • Collaborate with Operations leadership (VPs, Directors, and Managers) on budget processes and strategic alignment.
• People Management:
  • Handle hiring, coaching, performance appraisal, and disciplinary actions for subordinate staff.

OTHER DUTIES

• Performs other duties as required.

SUPERVISORY RESPONSIBILITIES

• Oversee staff of 6 teammates responsible for partner forecasts, capacity planning along with financial and budget analysis.

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• Four-year college degree or equivalent experience is required. 
• Ten years of experience with financial modeling to include process-level efficiency analysis with a focus on labor efficiency to achieve effective outcomes
• Ten years of budget and forecasting experience in call center and/or operational setting.
• Five years of call center capacity planning experience.

Certificates, Licenses, Registrations or Professional Designations

• N/A

SKILLS, KNOWLEDGE AND ABILITIES

• Strong budget, mathematical, analytical and organization skills. 
• Excellent communication and presentation skills at an executive level. 

Computer Skills

Proficiency in MS Word, MS Excel and MS PowerPoint, experience using enterprise financial software required.

Language Skills

• English (reading, writing, verbal).

PHYSICAL DEMANDS

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear.  The employee uses computer and telephone equipment.  Specific vision requirements of this job include close vision and distance vision.  Must be able to travel by plane and automobile (if applicable).

WORK ENVIRONMENT

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.